Jenn McMillen
Chief Accelerant, IncendioI’m Jenn McMillen and the founder of Incendio, where my specialty is increasing topline revenue by turning data into revenue-generating customer programs. Prior to starting Incendio, I had a long retail career with GameStop, Michael’s, Tuesday Morning, JoAnn Stores, Blockbuster and others. Today my team and I help companies solve and overcome their CRM, loyalty, and customer experience challenges.
I am a nationally known loyalty & CRM expert, recognized by the CRM community and my peers with major industry awards for programs such as GameStop’s PowerUp Rewards, which has more than 35-million members, many of whom pay an annual subscription fee for an enhanced experience. I built the program and launched it, changing GameStop’s entire marketing strategy and creating a multi-million-dollar revenue stream.
In addition to PowerUp Rewards, I have created and/or run several well-known loyalty and subscription programs in addition to PowerUp Rewards, including myGNC Rewards, United Airlines’ Silver Wings Plus, Vail Resorts PEAKS, Payless ShoeSource Points, Neiman Marcus InCircle, and one of the first big national loyalty subscription programs in the 90’s, Blockbuster Rewards. I belong to more than 100 loyalty programs.
I love to write (journalism degree and voracious reader), and I have a wicked sense of humor.
For more information, visit: incendioworks.com
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- Posted on: 01/24/2023
Amazon looks to undercut rivals with monthly Rx prescription plan
Hmmmm. Convenience + the reputation of Amazon + cost savings where everything seems more expensive these days. Seems like a big win for consumers. - Posted on: 01/16/2023
Should Rent the Runway sell through Amazon?
A storefront reaches thousands. Online reaches millions. This partnership is a win for all parties, especially consumers. - Posted on: 01/13/2023
Is nepotism all that bad for retail?
There are many examples where the children outdid the parents and built billion-dollar businesses from a small start -- Mars, Walgreens, LEGO, Perdue -- so it goes both ways. - Posted on: 01/12/2023
Will Best Buy customers be okay with its rewards program changes?
But are there enough customers in the "dedicated" pool to move the needle? - Posted on: 01/12/2023
Will Best Buy customers be okay with its rewards program changes?
Best Buy has spent a bunch of time and money on their customer database and, apparently, they think they don’t need the loyalty program to track customers anymore. Best Buy's reward program used to be a 2 percent (rewards back) program, then moved to 1 percent. Now it's not even that, unless you agree to be a credit cardholder. That alienates many who either can't qualify or don't want to. Not a win for consumers. - Posted on: 01/11/2023
Is Babies’R’Us ready to make a comeback or is it just a dream?
Babies"R"Us' best bet might be to find a shop-within-a-big-box opportunity where an entity--like JCPenney or Macy's--would love to turn over the floor space to a category specialist. That way, Babies"R"Us could find their footing before going big. - Posted on: 01/10/2023
Do drinking and shopping mix?
As Marilyn Monroe once said, "Happiness is not in money but in shopping.” Add liquor into the mix and for some they've found paradise, especially since shopping is often a very social activity. Does retail need to transform into an experience to keep people engaged? This could be the ticket! - Posted on: 01/05/2023
Bloomingdale’s looks to make more with less
I'd start by looking at a competitor and take a page out of their playbook. How's Nordstrom Local doing? - Posted on: 01/04/2023
Are experiences stealing discretionary dollars away from retail?
"Purge evangelists" such as Marie Kondo and the Home Edit team, plus the ever-popular "10 Day Decluttering Challenge" and its ilk, are sending messages to consumers to buy less. Younger generations have embraced the "less is more" and "secondhand is cool" ethos, and it's trickling into the larger population. Heck yeah, retail is going to feel the pinch. In the U.S., we have 14 percent of our commercial real estate dedicated to retail. In Europe, it's 7 percent. Something's got to give. - Posted on: 01/03/2023
Can a hospitality bigwig bring new life to Under Armour?
If the new CEO brings hospitality's hyperfocus on the customer, then it's going to be a win for Under Armour. - Posted on: 12/22/2022
SPAR Ireland is all about ‘finding Christmas’ and Walmart looks at ‘all the ways we holiday’
Walmart gets the vote for tapping into the emotional aspect of the holidays. SPAR's is clever but it's not "all the feels." - Posted on: 12/21/2022
Is holiday music torturing retail workers?
One word: earbuds. - Posted on: 12/15/2022
Has mental health become a retail marketing issue?
This is the natural evolution of "Do Good" and "Be Kind" t-shirt messaging that has become increasingly prevalent among a plethora of brands. This generation in particular likes being walking billboards for their beliefs. - Posted on: 12/01/2022
Will candy consumers recycle their wrappers?
Let's be honest. If it's not easy to recycle the wrappers, American consumers won't do it. - Posted on: 11/14/2022
The stigma around secondhand gifting is fading away
In our family, secondhand shopping has become a game. We have a set amount to spend, and the person who comes up with the best holiday gift at that amount wins. With the cost of goods rising tremendously, secondhand is the expected way to go. And win the holiday shopper award!
